Customer Success Video: Hever Castle, Gardens & Golf Course


Hever Castle House Manager Rowland Smith and Golf Club Manager Jon Wittenberg talk about the benefits the Mitel system has brought to the estate and their customers. With Q&A

Video Transcript

My name's Rowland Smith, I'm the House Manager here at Hever Castle.My name is Jon Wittenberg, and I'm the Club Manager at Hever Castle Golf Club. We have 27 holes golf facility here. We are part of the historic Hever Castle estate. We work together on a number of projects, so we needed a solution that would bring us closer together.
 
As an operator in the service industry and one that's growing and getting busier, there's been a lot more emails, a lot more people coming through the doors, but also a lot more phone calls.We are a large estate here, 625 acres and we needed something that could be spread across the estate.From a management point of view, having the two phones on my desk and in our club office was a problem. We had an internal phone system and a customer phone system running alongside each other, rather than together. The solution we deployed was a Mitel 5000 IP Communication Platform.
 
And we deployed it in the main clubhouse, in the pro shop. All the phone systems within the clubhouse link into that system. And we have communication system put in with our refreshment hut which has solved some big problems for us.
The flexibility of the platform as well, enabled us to cover our call charges for the conferences facilities we have here in the Astor Wing of the castle, which has 21 bedrooms.The benefits that we see is A, it's one provider and one solution, so there's a cost saving here for us at the castle but also the communication across the state. Using the phone manager to be able to communicate with everybody on the estate and all of the IP end users and just generally the more effective communication.
 
So the whole package together is just a great system to use.I would recommend Mitel as a system in many different companies, particularly in the service industry with us. It definitely fits the bill and it has been seamless for us in its operation which is very important for me and the business.Well it was two-fold really. I mean firstly from a management point of view, having the two phones on my desk and in our club office was a problem. We had an internal phone system and a customer phone system running alongside each other rather than together. So that is one of the solutions we needed.
 
And we needed a much better way to communicate with our customers and greet our customers over the phone so that was the second. So we needed something that will do and help us with both of those.
With the phone system here at Hever Castle, we had two different systems. We had an analog system and we had a very small IP system. We were using both and maintaining both as well. So it's a very costly exercise. We wanted to expand some of the system as well so we looked into a fully IP system.
 
No, I hadn't worked with Mitel previously. But of course I had heard of them. And they are a provider of quality telecommunications. Well, I selected Mitel for more of the options, and we had quite a few to choose from. But one of the things that really stuck out for me in the service industry here is that we could enhance our customer service with this system by inputting the names of our members onto the system and the system would actually tell us who's calling.
 
Of course, we then can greet someone by name over the phone, which is a nice touch for us.We had fiber optic cabling in place here at the castle so Mitel was selected because it was easy to migrate to Mitel from our existing telephone system, and also, the Mitel systems are futureproof for us and other applications that we want to add to it.The solution we deployed was a Mitel 5000 IP communication platform And we've deployed it in the main clubhouse, in the pro shop. All the phone systems within the clubhouse link into that system. And other areas that we introduce was also WiFi into bar and restaurant areas. And we had communication system put in with our refreshment hut, which has solved some big problems for us.
 
We use the Mitel 5000 IP Communications Platform here at the castle. We have over 45 IPN users here in the castle itself. We have the golf club on top of that. The flexibility of the platform as well enabled us to cover our core charges for the conference facilities we have here in the Astor wing of Hever Castle which has 21 bedrooms, and we use that for our conference facilities.It also enables us to be able to talk to our, divert the phones to our maintenance mobile telephones as well. So it enables us to communicate with the team on the greater estate as well. So it's a good system.
 
Well the benefits that this solution has realized are quite significant.Firstly, the solution for management in terms of the internal calls which are handled in a far better fashion and more professionally. And secondly, most importantly for our customers, which is our business, we can now greet our customers. They don't have to wait on hold, they have the functionality for us to be able to greet them by name if we know them, which we do for our members.
 
And also with the auto-attendant great function that's in there is that if you do go to voice mail, you have the option of coming back out into the main switchboard to find someone else that can deal with you, so all in all, it's a great solution for us. The Mitel system works very well for us here at Hever Castle. The benefits that we see is, A, that it's one provider and one solution so there's a cost saving here for us at the Castle. But also the communication across the estate, using the phone manager to be able to communicate with everybody on the estate and all of the IP end users.
 
And just generally the more effective communication here at the Castle. The other applications we're going to add, and ideas really, bred out of the system is to add more functionality with messages to our customers on hold, which we can do quite easily. And also to add in reporting so we can benchmark how we're doing in terms of calls, missed calls and making sure that we're doing the job properly.
 
I would recommend Mitel as a system in many different companies, particularly in the service industry with us, it definitely fits the bill. It has been seamless for us in its operation, which is very important to me and the business.
I would recommend Mitel for the system itself. Everything from the phone manager, to the end user, handsets through to the headsets that we use here at the castle. So the whole package together is just a great system to use.